Monique Miller

Monique Miller

Work History

Work History
Nov 2014 - Present

Sabbatical

Adventures Galore
Taking some time to travel and learn and experience and truly live life! A recharge of the batteries perhaps!
Jan 2014 - Nov 2014

Desk Side Services Lead

Talisman Energy
Providing guidance, support and leadership to a deskside support team of 16 members. Responsibilities: Direct the efforts of the Deskside team to meet operational day to day deliverables ensuring a highly productive and secure desktop environment Understand overall Deskside objectives, as well as the role and function of each team member Lead by example in managing staff and building a strong, client-focused technical support team Train staff to meet individual career aspirations and team goals and measure the ongoing individual performance of the group to clearly identify and highlight key areas for improvement Work effectively under time constraints in a rapidly changing environment. Assist staff in adapting to change, building new skills and working effectively in a rapidly changing environment Proactively identify process improvement opportunities, root causes and develop a plan of action to address and assist in identifying process and system improvements working with Continuous Service Improvement team to implement changes as identified; Monitor and report on operational metrics and key performance indicators to meet defined service levels, identify trends and ensure process compliance Takes overall responsibility for incident and Service Request tickets Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback; Engage with dissatisfied or difficult customers to drive resolution to a variety of issues while managing client expectations; Develop business awareness through specific knowledge of the business and how IT relates to their business strategy and goals Foster a collaborative working relationship within team and across peer IT support organizations Support Service Management process by reviewing, analyzing and verifying the accurate of reports and metrics on the status/budget related to the service desk activities
Feb 2011 - Jan 2014

Lead, Global Enterprise Services/Lead, COE

Talisman Energy

Provide application, technology and governance services to IT.  Support the business in application selection and management.

Jan 1993 - Jan 2011

Application Support Team Lead

Talisman Energy
 Responsible for Application support for 15+ field and rig operational systems  Manage, mentor and coach 10 staff members  Provide timely and accurate support for all applications  Ensure that workloads and deadlines are managed.  Development and distribution of various data tools to assist in the analysis of system output.  Provide budget support and input  Provide training and support for Field Staff  Work with the Business to help solution and implement better practices. Applications supported include: PVR WellView Siteview

Education

Education
2009 - 2015

Bachelor of Science (B.S.)

Athabasca University
1995 - 1996

CAPPA

Southern Alberta Institute of Technology

Skills

Skills

Project Portfolio Management

IT Management

ERP

Project Management

ITIL

Governance

Process Engineering

Business Process Improvement

MS Project

Business Process

Energy

SAP

Project Planning

Team Management

Gas

Business Analysis

Change Management

Analysis

IT Service Management

Upstream

Oil/Gas

Petroleum